RTIG
The RTIG built-in service allows you to integrate NICE's Real-Time Interaction Guidance (RTIG) capabilities within an attended automation solution.
The integration provides multiple business entity types, a library function, and library events. Together, these components allow an automation solution to listen for events generated by the Real-Time Grid and to capture the data included in the events' parameters. For more information about the data types returned, see RTIG Variables.
The events are listed under the RTIG built-in service. In addition, functions are provided to start and stop listening for those events.
Functions
Subscribe to RTIG Events
Use this function to start receiving RTIG (Real-Time Interaction Guidance) events.
Parameters
None
Returns
None
Unsubscribe from RTIG Events
Use this function to stop receiving RTIG (Real-Time Interaction Guidance) events.
Parameters
None
Returns
None
Events
RTIG Call Started
The Real-Time Grid detected that a new call was started.
Parameters
| Parameter | Type | Description |
|---|---|---|
|
RTIG Call Started Info |
Information about the call that was started. |
|
| Event Info JSON | Text |
A text property that stores the entire JSON string received from the Real-Time Grid. The string includes data stored in the other properties as well as additional data. |
RTIG Call Ended
The Real-Time Grid detected that a call ended.
Parameters
| Parameter | Type | Description |
|---|---|---|
|
RTIG Call Ended Info |
Information about the call that was started. |
|
| Event Info JSON | Text |
A text property that stores the entire JSON string received from the Real-Time Grid. The string includes data stored in the other properties as well as additional data. |
Enlighten Update Received
A call status event occurred.
Messages can be expected at up to one per second per call in progress.
Parameters
| Parameter | Type | Description |
|---|---|---|
| RTIG Update Info | RTIG Update Info |
Information about the change in the status of the call. |
| Event Info JSON | Text |
A text property that stores the entire JSON string received from the Real-Time Grid. The string includes data stored in the other properties as well as additional data. |
RTIG Notification Received
A non-telephony event was detected during a call.
Message frequency is generally no more than six per call, but frequency is influenced by the number and kind of event definitions in the configuration.
Parameters
| Parameter | Type | Description |
|---|---|---|
| RTIG Notification Info | RTIG Notification Info |
Information about a non-telephony event detected during a call. |
| Event Info JSON | Text |
A text property that stores the entire JSON string received from the Real-Time Grid. The string includes data stored in the other properties as well as additional data. |
RTIG Connection Status
The status of the connection between the Real-Time Client and Nexidia changed. This event is triggered whenever the connection is lost and whenever connection is reestablished.
Parameters
| Parameter | Type | Description |
|---|---|---|
| Connection Status | Boolean |
The current connection status, either:
|
